terms & conditions

These Terms and Conditions govern your use of the Stepwise (Woolston) LLP and Stepwise Chiropody Podiatry & Aesthetics clinic website and the services we provide. Stepwise (Woolston) LLP is registered in England (company number OC437472); our services are provided in England and are governed by English law. By using our website or engaging our services, you agree to be bound by these terms.

Registered Company

Stepwise (Woolston) LLP is registered under English law (company number OC437472). Our services are provided in England and are governed by English law.

Use of the Website

All material on the Company's website, unless otherwise specified, belongs to Stepwise (Woolston) LLP and Stepwise Chiropody Podiatry & Aesthetics clinic.

Content may not be copied, reproduced, distributed, republished, downloaded, displayed, posted or transmitted without our express written permission. You may print or download individual pages for private, non-commercial use only, and may keep one electronically stored, transient copy for viewing while connected to the internet.

Warranty

While we attempt to ensure accuracy, we give no warranty of any kind regarding the information on this website, and expressly disclaim all warranties and conditions, including implied warranties and conditions and those arising by statute or otherwise.

Hypertext links to external websites do not constitute endorsement, and we accept no liability for the content of linked sites.

Liability

Stepwise (Woolston) LLP and Stepwise Chiropody Podiatry & Aesthetics clinic assumes no responsibility and shall not be liable for any damages to, or viruses that may infect, your computer or other equipment as a result of using this website.

We accept no liability for any injury, loss, claim, damages or consequential damages of any kind.

Indemnity

You must indemnify and keep Stepwise (Woolston) LLP and Stepwise Chiropody Podiatry & Aesthetics clinic indemnified against all actions, claims, losses, costs (including all legal costs), damages and expenses.

Trademarks

The display of any trademark does not imply that a licence has been granted. No infringement of any trademark is intended.

Data Protection and Privacy

Stepwise (Woolston) LLP and Stepwise Chiropody Podiatry & Aesthetics clinic are registered under the Data Protection Act 1998. Your data may be used for marketing purposes unless you opt out, and any registration data is processed in accordance with our Privacy Policy.

Severability

If any provision of these terms is found to be invalid, that does not affect the validity of the remaining terms.

Termination

Your access to and use of our website may be terminated by us by notice with immediate effect at any time.

Changes to These Terms

We reserve the right to make changes to these Terms and Conditions at any time. Your continued use following any changes indicates your acceptance of them.

Entire Agreement

These terms constitute the entire agreement between you and us and supersede any prior understandings.

Governing Law

These Terms and Conditions shall be governed and interpreted in accordance with the laws of England and Wales.

Additional Information

If you require any further information please email us on info@stepwiseuk.com or write to the Patient Care Team at:

Stepwise, 263 West End Road, Bitterne, Southampton, SO18 6PP.

Your Rights to Cancel and Applicable Refunds

If you decide not to go ahead with your procedure, treatment or any other services, you may contact us at any time to cancel. You will be required to pay for any care received up until the point of cancellation. We reserve the right to charge a cancellation fee in respect of the aforesaid if you cancel your treatment or appointment within 24 hours of a scheduled appointment.

We will refund any advance payment made by you or on your behalf, less any amount that you owe to Stepwise (Woolston) LLP or Stepwise Chiropody Podiatry & Aesthetics clinic for services that we have not yet provided to you and we reserve the right to charge a cancellation fee.

If we cancel your treatment because we consider it is not in your best interests for medical reasons, and you have already paid, we will refund your payment. Note that you will be required to pay for any care that you received up until the point of cancellation.

Our Rights to Cancel and Applicable Refund

We will make every effort to provide the services on the date that we have set out. However, we cannot promise this, and we reserve the right to refuse or to cancel or change the date of your appointment. There may be delays or cancellations for any reason, such as because of an event outside our reasonable control, for operational or technical reasons or because we do not think it is in your best interest for medical reasons. Where this happens, we will try to give as much notice to you as possible. Where possible, as appropriate, we will always try to rearrange any appointment with you. Where we are required to cancel the appointment, any advance payment you have made for services that have not been provided will be refunded to you. We will refund these amounts by card payment or electronic transfer only to the cardholder or person who made the original payment.

Please note we do not make refunds in cash.

We may cancel any appointment or any care or treatment at any time if you do not pay us when you are supposed to; this includes but is not limited to; upfront payments for emergency and nail surgery appointments, MSK and new patient appointments, and payments to credit your account due to a poor attendance record.

Patients with Health Insurance

You agree to pay for your care.

Whilst you will remain responsible for the payment of your care, where you have private medical insurance:

we will, where possible, assist with processing and completing any forms sent to us from your insurer, provided you have given us and your insurer all the information we and your insurer need to do so, including but not limited to your policy and pre-authorisation numbers. If this information is incomplete or inaccurate, we may not be able to complete any forms sent to us from your insurer and you will need to pay for your care, as set out below;
where your insurer pays us direct, the rate agreed between Stepwise (Woolston) LLP or Stepwise Chiropody, Podiatry & Aesthetics clinic and your insurer will apply to your care;
if your insurer fails to settle our invoices (or any part of them) within 30 days of the date of issue we will assume that the outstanding amount will not be paid by your insurer and we will invoice you directly; and
if we invoice you for your care or an element of it, you agree to pay us the amount invoiced within the time limits set out therein. If you do not think that we have invoiced you correctly, please let us know as soon as possible so we can investigate this further.

It is your responsibility to confirm with your insurer in advance that your care / treatment / procedure is covered by us and is covered by your insurance policy; we cannot obtain any such confirmation on your behalf.

Stepwise (Woolston) LLP and Stepwise Chiropody, Podiatry & Aesthetics clinic will not be responsible for any insurer shortfall in cover. We recommend you confirm your policy limits with your insurer before you undertake your treatment. Any shortfall in cover is to be payable to us within 7 days of becoming due.

Where the treatment pathway determined by us is not covered by your insurance policy you will be required to pay for that part of your treatment.

Other Terms and Conditions

While Stepwise (Woolston) LLP and Stepwise Chiropody, Podiatry & Aesthetics clinic will always try to meet your expectations, we cannot guarantee the result of any procedure, care or treatment, and it is possible that complications with your treatment or surgery can occur.

We will need certain information from you that is necessary for us to provide the services, and if you do not, after being asked by us, provide us with this information, or you provide us with incomplete or incorrect information, we may not be able to provide you with a full range of services. Of course, if we are unable to provide the services to you, you do not have to pay for the services that we have not provided, but this does not affect your obligation to pay for any invoices we have already sent you for any services we have already provided. Any advance payment you have made for services that have not been provided will be refunded to you.

If There Is a Problem With the Services

If there is any problem with the services we provide, please contact us and tell us as soon as reasonably possible, and we will investigate the problem under our complaints procedure and try to repair or fix the problem as soon as we can.

Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an event outside our reasonable control.

If an event outside our reasonable control takes place that affects the performance of our obligations under these Terms we will contact you as soon as reasonably possible to notify you, and our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the event outside our reasonable control.

You may cancel the contract if an event outside our reasonable control takes place and you no longer wish us to provide the Services. Please see your cancellation rights above. Where you cancel your procedure due to an event outside of our control no cancellation fee will be applied.

The Contract

These are the Terms and Conditions on which we supply Services to you. By proceeding with a booked appointment or service constitutes your acceptance to these terms and conditions.

This contract is between you and Stepwise (Woolston) LLP and Stepwise Chiropody Podiatry & Aesthetics clinic. No other person shall have any rights to enforce any of its terms and conditions.

These terms and conditions are governed by English law. You and we both agree to submit to the non-exclusive jurisdiction of the English courts.

If there is any conflict between these terms and conditions or inconsistency between any marketing materials these terms and conditions will take precedence.

Changes to These Terms

We may change these Terms at any time, however, any changes to the Terms will only apply to any new care or treatment that you may receive and will not apply to any care or treatment that you may be part through or currently receiving when the change to these Terms is made.

If you wish to end any care or treatment before it is completed, you may do so and your rights to do so are set out above.

Information and How to Contact Us

It is important that you keep us updated of any changes in your contact details.

Cancellations and Extensions

We reserve the right to charge a cancellation fee if you cancel any appointment with Stepwise (Woolston) LLP and Stepwise Chiropody Podiatry & Aesthetics clinic within 24 hours of your scheduled appointment. If we charge you a cancellation fee, the amount of the fee will be the full appointment charge.

If you do not pay for the Services as required, we will not provide any remaining Services to you with immediate effect until you have paid any outstanding amounts. If your attendance is poor we may take upfront payment to credit your account.

If the cancellation fee is not paid in full and we have to use a third party debt collection agency to recoup this fee, additional charges will apply.

Payment Options

We will ask you to make a payment in full and in cleared funds at your appointment. We may refuse further treatment if you have not paid in full.

Definitions

When we use the words "we", "our" or "us" in these Terms we mean a member of the Stepwise (Woolston) LLP and Stepwise Chiropody, Podiatry & Aesthetics clinic.

When we use the words "writing" or "written" in these Terms, this will include e-mail unless we say otherwise.

REFER A FRIEND PROMOTION TERMS & CONDITIONS

Effective Date: 4th November 2025

The refer a friend promotion is an ongoing offer, however Stepwise reserves the right to suspend, cancel or amend the promotion and/or review and revise these terms and conditions at any time without giving prior notice. By continuing to take part in the promotion subsequent to any revision of these terms and conditions users shall be deemed to have agreed to any such new or amended terms.

This promotion is only open to EXISTING Stepwise customers/patients.

For every friend an existing customer/patient refers that is new to Stepwise they, the existing

customer/patient, will receive a 10% discount off their next treatment. The new patient/friend will not be eligible to any discount.

To qualify as a ‘new patient’ the friend must not have attended any Stepwise clinic for treatment and whose details are not currently held within our database.

When the friend has attended & completed their initial first appointment & Stepwise has received full payment for this appointment the discount will then be released to the existing customer/patient who has referred them.

The discount amount cannot be transferred to other persons.

WORKPLACE ANTI-ABUSE & ZERO TOLERANCE POLICY

1. Policy Statement

Stepwise is committed to providing a safe, secure, and respectful environment for all healthcare professionals, administrative staff, and support personnel. We maintain a zero-tolerance policy toward any form of abuse, violence, harassment, or disrespectful behavior directed at our team members by patients, their relatives, visitors, or other professionals.

Medical care is built on mutual respect. While we understand that patients and their families may experience stress or anxiety but this does not excuse abusive behaviour.

Within our practice, our professionals are registered with the Health and Care Professions Council (HCPC). We fully support our registrants in upholding the HCPC Standards of Conduct, Performance and Ethics. This policy ensures that our team members can practice safely and effectively without compromise to their well-being, professional boundaries, or mental health.

2. Scope

This policy applies to all team members, contractors, and consultants within our private healthcare network. It covers all interactions, including:

In-person consultations, treatments, and receptions on our premises.
Telehealth, video link, and phone appointments.
Digital communications, including emails, text messages, and portal interactions.

3. Definition of Abusive Behavior

Abuse includes any behavior that causes a staff member to feel threatened, intimidated, humiliated, or unsafe. This includes, but is not limited to:

Verbal Abuse: Shouting, swearing, personal insults, name-calling, or using derogatory language (both in-person and during Telephone calls or video consultation sessions).
Discrimination: Harassment or offensive remarks regarding protected characteristics, including race, gender, religion, sexual orientation, appearance, disability, or nationality.
Physical Abuse: Any form of physical assault, intentional unwanted contact, throwing objects, slamming doors in an aggressive manner or damaging clinic property.
Psychological Intimidation: Making threats of violence, aggressive body language, stalking, or inappropriate invasion of personal space.
Digital & Telephone Harassment: Spamming communication channels, taking unauthorised screenshots or recordings of staff during video consultations or telephone calls, or leaving defamatory reviews naming specific staff members maliciously.

4. Rights and Responsibilities of Staff

Right to Refuse Service: Staff members have the right to pause an in-person consultation or disconnect a Telephone/Video call immediately if a patient or visitor becomes abusive.
Duty to De-escalate: Where safe and practical, staff should attempt to calmly inform the individual that their behavior is unacceptable and ask them to stop.
Duty to Report: Staff must report all incidents of abuse to management, regardless of how minor they may seem.
Upholding HCPC Standards: Staff must ensure that their actions remain consistent with their professional duties. Management guarantees that no professional will face internal detriment for terminating a session where their physical or psychological safety is compromised.

5. Standard Operating Procedure for Incidents

Step 1: Immediate De-escalation and Warning

If a patient or visitor exhibits abusive behavior, the staff member should:

Remain calm and speak in a neutral, firm tone.
Clearly state: "I want to help you, but I cannot continue this consultation if you continue to [shout/swear/threaten me]."
If the behavior continues, state: "I am stopping this consultation now because of your behavior. [I must ask you to leave the clinic / I am disconnecting this video link / terminating this telephone call]."

Step 2: Immediate Escalation and Police Intervention

Because this facility does not employ onsite security personnel, staff must prioritize their immediate safety and rely on the Police:

In-Person Physical Threats: If a patient or visitor becomes physically violent, refuses to leave the premises after being asked, or makes an explicit threat to safety, staff must immediately withdraw to a lockable room or safe area and call 999 without delay.
In-Person Disruptions: If a disruptive individual refuses to leave but is not behaving in an actively violent manner, management will contact the police non-emergency number (101) to request assistance with a trespasser.
Telephone or email Threats: Disconnect the call or video link immediately. Block further digital messaging and email if possible, and immediately notify the practice manager. If a patient makes an explicit threat to harm themselves or staff during the communication, notify management immediately to determine if emergency services need to be dispatched.

Step 3: Reporting and Documentation

Within 24 hours of the incident, the involved staff member must complete an Incident Report Form, documenting:

Date, time, and medium of the incident (In-Person, Email or telephone).
Name of the patient/visitor involved.
A factual account of what was said and done (using exact quotes where possible).
Names of any witnesses.
Police incident or crime reference numbers if law enforcement was contacted.

6. Consequences of Abusive Behavior

Following a managerial review of the incident report, Stepwise will take appropriate actions based on the severity of the offense:

First Minor Offense: A formal warning letter sent to the patient detailing the unacceptable behavior and outlining the consequences of a repeat incident.
Severe or Repeat Offenses (Discharge from Care): Immediate termination of the clinician-patient relationship. The patient will be formally discharged from our private practice. Consistent with continuity of care responsibilities, help will be provided to safely transfer their medical records to an alternative provider.
Immediate Dismissal: Physical violence, explicit threats of harm, damage to property of Stepwise or severe discrimination will result in an immediate ban from all premises, the immediate termination of care, and direct reporting to the Police.
Legal Action: We will fully support staff in reporting physical assaults or unlawful harassment to Police and will pursue criminal or civil legal action where appropriate.

7. Staff Support and Aftercare

We recognise that experiencing abuse can be deeply distressing. Stepwise provides the following support systems:

Immediate Debrief: Management will conduct a debriefing session with the affected staff member immediately following an incident.

Policy Review Date: 31/03/2027
Approved By: Darren Roy

STEPWISE CHIROPODY. PODIATRY & AESTHETICS CLINIC CONTACT INFORMATION

If you wish to contact us or have any questions about our business, please contact Sarah O’Donnell or Darren Roy at info@stepwiseuk.com – 263 West End Road, Southampton, SO18 6PP